Accounting, Budgeting, And Finance

• Cash Accounts
• Share Draft Accounts
• Credit and Debit Cards
• ACH Payments
• Investments

Bankruptcy

• Bankruptcy History and Court Structure
• Bankruptcy Basic Concepts
• Bankruptcy Documents
• Bankruptcy Immediate Issues
• Bankruptcy Abuse and Recoveries
• Bankruptcy Do's and Don'ts

Business Math

• Basic Lending Concepts and Calculations
• Closed-End Loans
• Helping Members Compare Rates and Loans
• Loan Ratios
• Mortgage Loans
• Open-End Credit

• Basic Math Definitions
• Share Account Dividends
• Account Balances and Dividend Calculations
• Dividend Compounding and Annual Percentage Yield (APY)
• Helping Members Reach Savings Goals

Collections

• Credit and Collections
• Credit and Collection Policies
• Developing a Collections System
• Early Warnings and Final Actions
• Legal Action and Outsourcing Alternatives
• Best Practices

Compliance

Compliance For Compliance Staff

Credit Union Orientation

• The Credit Union Difference
• Member Service: The Core of Credit Unions
• What is the Credit Union Movement?
• A Tradition of Community Involvement
• You and Your Credit Union

Financial Counseling (FiCEP)

HR Staffing And The Law

• Challenges of Recruiting in the 21st Century
• Employment Law
• Preparing for Recruiting
• Preparing for the Interview
• Conducting the Interview
• Candidate Evaluation and Selection

• Introduction to Managing Today's Employees
• Managing Employee Performance
• Managing Employee Success
• Building Your Bench
• Employee Retention
• HR Law and Today's Employees

• Defining Difficult Human Resource Issues
• Sexual Harassment
• Addressing Performance
• Recognition, Rewards, and Compensation
• Workplace Diversity

Interpersonal Skills And Career Building

• Basic Communication Concepts
• Communicating the 3 Cs
• Advanced Verbal and Nonverbal Skills
• Telephone Communication Skills
• Communicating Effectively with Difficult People

• Introduction to the Adult Learner
• Designing a Curriculum for Learning
• Designing Active Learning
• Learner-Centered Learning Strategies
• Honing Your Presentation Skills
• A Blended Approach to Learning

• Revisiting and Revising Your Training Plan
• Multi-Sensory Learning
• Levels of Learning
• Learner Retention and Motivation
• Fine-Tuning Your Presentation Skills
• The Art of Facilitation

Lending And Loan Processing

• Types of Mortgage Loan Programs
• Regulatory Compliance
• Loan Servicing
• Servicing Payments
• Insurance, Taxes, and Escrow Accounts
• Collections and Delinquent Loans

• The Lending Process
• Laws and Regulations
• Interview and Application
• Loan Underwriting
• Loan Decisions and Closing

• Basic Record Filing and Maintenance
• Loan Documents Overview
• File Retention Policies and Procedures
• Loan Documents as Member Service Tools
• Loan Auditing

• Characteristics of Credit
• Laws and Regulations
• The Lending Process
• Consumer Lending Products
• Building Lending Relationships

• A Nationwide Registry
• Credit Union Requirements
• Employee Requirements
• The Registration Process

Management Skills And Managing Employee Performance

• The Nature of Conflict
• Types of Conflict
• Organizational Culture and Conflict
• Acting to Resolve Conflict
• Applying Conflict Prevention Tools

• Member Service in Today's Environment
• Building Teams through Communication and Trust
• Creating Enthusiasm for Learning and Improvement
• Encouraging Cooperation in Others
• Motivating Service Excellence in Others

• Introduction to the Bigger Picture
• Problem Solving and Decision Making
• Scheduling and Delegation
• Process Improvement
• Teamwork

Marketing

Member Services And Accounts

• What is Member Service?
• Not for Profit, Not for Charity, But for Service
• Building Member Service Skills
• Technology as a Member Service Tool
• Member Service Challenges

• Currency Facts and Features
• Handling and Organizing Cash
• Checks and Share Drafts
• Detecting Bad Checks and Drafts
• The Clearing Process
• Additional Negotiable Instruments

• Today's Professional Teller
• Credit Union Basics
• Managing the Teller Station
• The Balancing Act
• Handling Negotiable Instruments

• Member Accounts
• Savings Accounts
• Checks and Share Draft Accounts
• The Fundamentals of Lending
• Electronic Member Services
• Additional Credit Union Services

• Today's Call Center
• Positive Communication Skills
• Dealing with Repetitive Tasks
• Tools and Technology
• Handling Special Situations
• Call Center Coaching

• National, Local and Personal Economies
• Budgeting Basics
• The Savings Habit
• Understanding Consumer Credit
• Helping Members with Severe Financial Problems
• Member Service More Than Ever

• Supporting Your Credit Union’s Professional Image
• Professional Service Basics
• Handling Members’ Financial Business
• Using Technology to Provide Member Service
• Relating to Diverse Members
• Resolving Conflicts

• The Importance of Growing Membership
• The Role of Branch Employees in Growing Membership
• The Role of Call Center Employees in Growing Membership
• Membership Growth is Everyone's Job: A Role for Every Department
• Leading for Membership Growth: The Role of the Executive Team
• Membership Growth Strategies for the Future

Personal Finance For Staff

Political Affairs

Sales

• Introduction to Sales
• Plan for Successful Sales
• Recognize Needs
• Inquire and Listen
• Describe Benefits
• Expedite the Sale

Security

• Introduction to Security
• Security Systems and Procedures
• Emergency and Disaster Preparedness
• Identifying Suspicious Activity
• Robbery: Actions, Reactions, and Coping Skills
• Executing Security Procedures

• Introduction to Recognizing Emerging Fraudulent Practices
• Cyber Fraud
• Plastic Card Fraud
• Other Types of Fraud
• Security Technology
• Best Practices

Spanish

• The Latino Culture and Your Credit Union
• Spanish Foundations and Member Greetings
• Basic Credit Union Terms and Phrases
• The Spanish Calendar
• Numbers, Coins, and Currency
• Transactions with Spanish-Speaking Members

• Building Blocks
• Using Verbs
• Asking Questions
• Using Object Pronouns
• Present Perfect Tense

Technology

• Recognizing the Importance of Technology
• Putting Members at the Center of Their Finances
• Using 21st Century Lending Centers
• ATMs, Debit Cards, and Credit Cards
• Understanding Internet Financial Services
• Keeping Pace with Innovation

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